Tinder, the prolific online dating app that found its way onto the
phones of millions of Americans searching for romance in one form
or another, has revolutionized the dating scene for better or
worse. And it’s really a simple concept. The app integrates with
Facebook, pulling in users’ Facebook...read more

Inter-generational differences between Baby Boomers, Generation X,
and Generation Y are especially pronounced in the workplace. It’s
not hard to see why. The sheer range of communications styles,
skill sets, aspirations, and values of different employees sitting
side-by-side, confined within the...read more

The Net Promoter Score (NPS) continues to receive a large volume of
press coverage in the business and financial media. Originally, it
was touted as the one number businesses needed to grow. However,
time has not bared that out. Brand managers that focus solely on
NPS often receive a wake-up call...read more

Survey research can be used to assess the attitudes and opinions of
virtually any group or sub-group. Most of my work has been in the
areas of consumer and B2B market research, but from time to time my
focus has shifted toward surveying employees. This makes perfect
sense as our employees are the...read more

Incentives are common place in the market research industry. This
is true for consumer and B2B marketing research. Often we, as
survey providers, offer tokens of our appreciation ranging from
branded items to gift cards (can we say Starbucks, please!) to
charitable donations. Yet, incentives are not...read more

Two weeks ago we began to explore how the 7 Habits of Highly
Effective People can apply to the big, wide-world of
training. Today we continue the journey, starting with habit
four.(Curious about what habits one–three look like
through the eyes of training? Check it out!) HABIT #4—Think
Win/Win...read more

I recently came across a post that was too good not to share. The
Service Witch, aka Kimberly Nasief, posted an excellent post on the
good, bad and the ugly of customer satisfaction surveys. Let’s face
it; everyone uses some form of CSat survey in their process. Are
they all timely, well-designed...read more

Traditionally, Customer Service and been thought of as a Cost
Center. And it's true! Thinking of customer service this way is
going to make the lack of it cost you customers—and lots of them!
And based on his tweet this morning, it seems that Don agrees.
DonCooper The Sales Heretic™ Today is Nat'l...read more

Yesterday, I shared Step 1 of our three step workout plan for
achieving business agility and crushing your compition in 2012.
After internalizing and formulating a plan to start a feedback
regime, it's time to talk about what you do with the data after you
collect it and how you start benchmarking...read more

Last week I shared my favorite feedback management blog posts that
fell outside the Top 25 Most Popular Posts of 2011. After crunching
the analysis for most read articles, most shared and clicked posts,
I've narrowed down our 476+ posts to just the Top 25.Please share
your thoughts below on any...read more